Sentiment analysis is a valuable business intelligence feature that helps companies gain deeper insights into customer interactions. It enables teams to identify opportunities for improvement, enhance customer experience, and make data-driven decisions.

Some key benefits include:

  • Helping managers detect bottlenecks and areas of improvement in Customer Support.
  • Allowing agents to assess the tone of their last customer call and adapt accordingly.
  • Enabling teams to quickly filter and prioritize calls with negative sentiment.
  • Supporting large-scale analysis across all calls.
  • Reducing personal bias when evaluating customer interactions.

Who has access

Sentiment analysis is available to users subscribed to the AI Assist add-on.

The feature applies to:

  • Calls made by users with an assigned AI License.
  • Calls longer than 1 minute.
  • Calls with transcripts available in English (EN), French (FR), Spanish (ES), German (DE), Dutch (NL), Italian (IT), or Portuguese (PT). 
Important: Aircall supports two tiers of language coverage for AI Assist and AI Assist Pro:

Supported languages: English, French, Spanish, German, Dutch, Portuguese, Italian. These languages are fully quality-assured. Transcription quality is backed by our standard SLA, and predefined playbook templates are available.

Unsupervised languages: 17 additional languages across Eastern Europe, the Nordics, and other regions (Polish, Romanian, Bulgarian, Czech, Hungarian, Slovak, Croatian, Russian, Catalan, Ukrainian, Swedish, Norwegian, Danish, Finnish, Turkish, Greek, Filipino). These are offered on a best-effort basis:

• Accuracy has not been validated to the same standard as Supported languages
• Quality may vary depending on accent, industry vocabulary, and audio conditions
• Predefined playbook templates are not available (custom playbooks still work)
• Quality-related issues are not covered by our support SLA

If you rely on transcription or AI output quality for a business-critical workflow, we recommend using a Supported language where possible, or testing Unsupervised coverage on a representative sample of your calls first.

You can view sentiment analysis results in both the Conversation Center and on each recording/voicemail page.

Note: Sentiment analysis will only be available for calls made after the feature is enabled. It will not retroactively analyze past calls.

Functionality

What is sentiment analysis?

Sentiment analysis detects a customer’s mood after a conversation. Aircall’s sentiment analysis uses language models to evaluate call transcripts and classify them according to emotion and sentiment patterns.

Important: Since Aircall’s sentiment analysis relies solely on call transcripts, it does not take into account any audio elements such as tone of voice.

How users can interact with sentiment analysis

Users can:

  • View the overall customer mood for each conversation.
Aircall Conversation Center showing list of recent calls with filters for users, numbers, duration, and date, including mood indicators for Positive and Neutral conversations..png
Aircall Conversation Center call details view showing call summary, key topics, talk-to-listen ratio, and customer mood indicator..png
  • Identify specific transcript segments labeled as positive, negative, or neutral.
Aircall call transcript interface displaying conversation text with playback option for a specific quote and mood marker..png
  • Visualize mood changes over time throughout the call timeline.
Aircall call playback timeline showing dialogue segments between agent and customer with a highlighted negative sentiment marker..png

Legal and compliance

Depending on your industry and location, using sentiment analysis may trigger compliance requirements.

If you wish to disable the AI Sentiment Analysis feature, please reach out to our Customer Support team. Disabling the feature will remove sentiment analysis for your entire account.

Limitations

While sentiment analysis provides valuable insights, it has a few limitations:

  • It evaluates only text-based transcripts, not the tone or emotion present in audio.
  • It reflects only the customer’s mood, not whether the call was positive or negative for your business. For example, a customer expressing frustration toward a competitor may still be marked as having negative sentiment.
  • It does not account for the call’s outcome or business impact.
Tip: Use sentiment analysis alongside other Aircall insights, such as call outcomes and notes, for a complete view of customer interactions.